Ctm online

Do customers define quality?

Do customers define quality?

Ilya Volkov

My talk is dedicated to the frequently overlooked aspect of client interactions, and how the clients do affect the quality of the product that the software teams build. I talk about some personal and historical examples of end users having experiences with the services and how we, as software developers, can affect lives. I will discuss the role of customer-facing teams and the importance of tight collaboration between them and the engineering/development. I will also talk about relationships between customer feedback and the vectors of product development, and how these relationships can greatly differ between different companies.


Ilya Volkov is the head of customer success and support at Qase, with 5+ years of experience in customer-facing roles in the software development industry.

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